Resolvercouk Limited

Accord Online Dispute Resolution

Resolver's Accord platform offers fully online, SaaS end-to-end dispute resolution process. It provides a fast and cost-efficient way to resolve disputes between multiple parties in one transparent application. Through automating and reducing the complexity of traditional ADR processes, Accord facilitates best in class dispute resolution processes for all parties.

Features

  • Configurability. Configurable stages at case creation and workflow
  • Guided case creation. Step-by-step information for new users
  • Case management. Dashboards organise the workload across all parties
  • Structured response to cases. Configurable templates that capture the response
  • Secure online messaging. Allows for effective and controlled communication
  • Documentation management. Keeps all key digital content in one place
  • Task management. Allows operational teams to maximise efficiencies
  • Security. Delivers governmental and best practice security practices

Benefits

  • Speed. Improve speed and flexibility through a configurable workflow
  • Efficiency. Reduced administration, and increased quality of data collection
  • Consistency. Best practice processes allow for consistent decision making
  • Transparency. Collaborative decisions and transparent processes
  • Trust. Parties benefit from a clear and transparent resolution process
  • Cost savings. By digitising, your cost-per-case will significantly reduce

Pricing

£150 to £250 a user a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at john@resolvergroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

4 6 0 7 0 2 9 0 0 9 5 9 3 5 3

Contact

Resolvercouk Limited John Duffy
Telephone: 020 7403 2849
Email: john@resolvergroup.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Hosted solution only and not available for implementation in an on-premise environment.
System requirements
  • High speed internet connection
  • Computer must meet minimum specifications for OS (Windows/Mac OSX)
  • Browser must be a stable release

User support

Email or online ticketing support
Email or online ticketing
Support response times
Expected response time depends on priority of ticket detailed within our SLAs.
User can manage status and priority of support tickets
No
Phone support
No
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
We have a standard support offering included within our pricing. Enhanced offerings are available based on SFIA rates.
Support available to third parties
No

Onboarding and offboarding

Getting started
Training materials and documentation will be provided for onboarding.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Basic service data is available via CSV export at no extra cost.

Full export of service data (less any data deleted by the public or by client users where legally permissible) will be available at the end of the contract, for which an additional charge may apply at Resolver's professional services rates.
End-of-contract process
Basic service data is available via CSV export at no extra cost.

Full export of service data (less any data deleted by the public or by client users where legally permissible) will be available at the end of the contract, for which an additional charge may apply at Resolver's professional services rates.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The application is fully responsive
Service interface
Yes
Description of service interface
Clear and clean case management system. Strong colour contrast with orange, black and white. Easy colour coding management interface. Straight-forward intuitive system for following cases, viewing their history and adding new information.
Accessibility standards
None or don’t know
Description of accessibility
Supports browser accessibility options
Accessibility testing
Multiple user tests, conducted on an extensive user base.
API
No
Customisation available
Yes
Description of customisation
All configuration options are to be defined during the product implementation process.
Workflow and business processes can be configured
Knowledge content and guidance can be configured
Data fields are configurable

Scaling

Independence of resources
We monitor day to day traffic and regularly load test to ensure sufficient capacity to support peaks in service usage.

Analytics

Service usage metrics
No

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
European Economic Area (EEA)
User control over data storage and processing locations
No
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Service data can be exported using the application API.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
99.5%
Approach to resilience
Snapshot backup; daily backup to a different data centre >1500km away; Puppet automation
Outage reporting
No historical outages over 50 minutes (including maintenance); service unavailable page would be posted if > 60 minutes downtime
A third party service - Pingdom is used, providing a public dashboard

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Policies available through ISMS
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
No audit information available
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
British Assessment Bureau
ISO/IEC 27001 accreditation date
April 2020
What the ISO/IEC 27001 doesn’t cover
NA
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
All staff are vetted
Full company security policy signed by all employees

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
Configuration is managed by a centralised automation server. Change management statements are documented in ISMS.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We have an annual IT HealthCheck, we use tools to check code for vulnerability during development and prior to deployment and we are using a third party "bug hunter" service. Code patches are deployed within 1 - 5 days depending on severity of issue. Servers regularly rebuilt using the latest patches using our automation server.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We dummy users in the service to allow detection of nefarious activity
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Any incident would be reported and investigated through the service desk. This is configurable depending on specific customer requirements

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
No

Pricing

Price
£150 to £250 a user a month
Discount for educational organisations
No
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at john@resolvergroup.com. Tell them what format you need. It will help if you say what assistive technology you use.